CTI (Computer Telephony Integration) Link
Feature
Description
Screen Pop
Screen pop occurs when a CTI application takes inside or outside caller information,
queries a database, and displays caller information on a user's PC screen. Screen
pop requires that an identifying number or code be available to identify the
outside calling party. This number may be a telephone number provided by Caller
ID, ANI, or another network service.
Screen pop can also occur when the caller enters an identifying code after
connecting to a voice-response unit in the system. The voice-response unit (MERLIN
LEGEND Enhanced Service Center for example) may prompt the caller to dial a
social security number, account number, customer number, or other database index
code. These collected digits are used to initiate screen pop of database
information. For more information, see the next section, Collected
Digits.
Screen pop can occur on incoming voice calls from the following sources:
- Calling Group distribution
- ISDN PRI routing by dial plan
- An extension on the MERLIN MAGIX Integrated System
- Remote Access
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In this case, the only information that the application can collect
about the caller is the remote telephone number.
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- A transfer of a call that has been answered by a voice-response unit
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Transferred calls from non-local extensions can only initiate the
correct screen pop when the transfer is without consultation and the
private network systems are connected by PRI tandem trunks. Otherwise,
only the transfer originator information is available for screen pop.
If the private trunks are tandem tie trunks, they do not convey screen
pop information over the network. Collected digit information is not
sent to a non-local extension, even if tandem PRI trunks carry the call.
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- A transfer or conference of a call that has been answered at a local DLC
or QCC
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- Some CTI applications can initiate screen pop from the called number
on a BRI or PRI line. To find out whether this feature is available,
check your application's documentation.
- To obtain calling party information on a loop-start line, your organization
must subscribe to Caller ID services, if available, from the local telephone
company. A line/trunk module with Caller ID capability is also required,
and the system must be programmed for Caller ID (see Caller
ID). Calling Party Name, however, is not displayed. On BRI and PRI
lines, calling party identification services may be available from a
network service provider. For more information, see Basic
Rate Interface (BRI) and Primary
Rate Interface (PRI) and T1.
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Some CTI applications allow screen pop either on demand or when a call is
answered. These applications may initiate screen pop for all calls, even those
answered at the telephone on a line button other than an SA button. If a call
does not come in on an SA button, however, screen pop does not occur when the
call is ringing, only after it is answered. In addition, when a call does not
arrive on an SA button, the CTI application cannot handle a transfer, conference,
hold, or other activity for that call. You must perform these actions manually,
using the telephone.
When an outside call is answered initially by a voice-response unit that prompts
for caller information (such as a customer number), that information is passed
on to the person receiving the call, assuming that the receiver has screen pop
capability and that the application uses transfer with consultation. As a result,
screen pop occurs at the destination.
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In a transfer or conference with consultation, available on inside calls
only, the user initiating the transfer or conference calls the destination
extension and speaks to the person at that extension before completing
the transfer.
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The Transfer and Conference features, when activated manually (using the telephone)
at a non-operator extension, do not provide the original caller's information
(telephone or extension number) to the recipient who has screen pop capability.
For example, if you manually press the Transfer button, instead of using the
application, then dial an extension and have the application complete the transfer,
the original caller information is not sent to the receiver.
